Customer Service - presentation
Post on 27-Nov-2014
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Customer Service
What’s customer service.
Customer service is the provision of service to customers before, during and after a purchase.
Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
When it’s used.
Assistance in planning Installation Training Troubleshooting Maintenance Upgrading Sales process … Or everything else
What customer representatives do.
Listen and respond to customers’ needs and concerns Provide information about products and services Review or make changes to customer accounts Handle complaints Take insights about customers Research answers or solutions as needed
Why (great) customer service is important.
Increases sales Increases public image and reputation Survival in terms of competition Satisfied customers Return business, more business, new business Repeat business and customer loyalty
Evaluating customer service.
Customer Satisfaction Survey - CSS
Net Promoter Score - NPS
First Contact Resolution - FCR
Reduce operating cost Improve customer satisfaction Increase opportunities to sell Improve employee satisfaction Reduce customers at risk Identify customer contact trends and fix issues quickly Uncover true call reason and type to inform improvement
campaigns
Example of CSS questions
Statistics.
Examples of great customer service
Amazon (playstation) Marriott (laptop) Apple (ipad2)
Opportunities from customer service
Account management Support Sales Customer service team management Customer experience department Customer operations department Marketing department
Multumesc.Ildiko Csiki
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